Information Technology Manager
CurrentIT Remote Support Desk Lead\Supervisor and Onsite Baton Rouge area Support• Support some 2000 plus users for Government Services at Horne.• I have been working as a GS Support Lead for GS Support and Onsite Support at the Baton Rouge - LA HAF and Perkins Rowe Offices• Managing directly 16 Help Desk Technicians • Project Support \ POC for Canopy/ Highland Unity Software• Biweekly Evaluating \ Coaching of the Techs• Backfilling for my current Manager when out of office• Interviewing and termination of Team members• Holding Daily Touch Points Meetings both Morning and End of the Day and reporting directly to the Manager any and all Issues and Concerns• Adaxes Admin Work (Creating, Supporting Deleting Users, Applying Security Groups) • Active Directory Admin Work (creating accounts, supporting accounts, deleting accounts)• Exchange Admin Work (i.e., Creating, Supporting and Deleting Email Addresses)• Monitoring Techs through FIVE9 – Quality Control of the Calls• Working with both help desk ticketing systems – Jira and Freshworks• Meeting with IT and Business project management teams• Writing and implementing Policies and Procedures for the Team • Monitoring the Ticketing Queue’s – Making sure ALL VIPS are handed first and quick. • Support for both - Windows based and Mac Based Machines• Printer Support (Wired and Wi-Fi Network and Standalone)• Network Support - Wired and Wi-Fi Equipment (access points, printers, desktops, routers, MIFI, VPN's, Remote Desktop Web, mobile devices
